Database allocation and analytics for service call centers

Abstract

A method for routing customer service requests to call centers includes collecting data associated with customer service experience between a customer and a call center regarding a completed customer call. The collected data is analyzed to determine a quality of customer service for one or more completed calls between the customer and the call center. A nature of an incoming customer call is determined. The incoming customer call is routed to a call center based upon making reference to the analyzed collected data such that the nature of the customer call matches with corresponding one or more favorable attributes of the call center.

What is claimed is: 
     
       1. A computer system for selectively routing customer service requests to call centers, comprising:
 a contacts management system having: 
 data sources comprising customer relationship management records, interaction history, agent performance records, reports, and workforce management records; 
 an interim database coupled to each of the data sources for aggregating data from the data sources; and 
 an analytics engine module configured to: 
 monitor calls between a customer and a call center agent; 
 retrieving stored aggregated data from the interim database; 
 analyzing the retrieved stored aggregated data to determine a call history with a call center agent; and 
 identify call center trends utilizing the determined call history for the call center agent retrieved from the interim database; 
 a workforce management system configured to store call agent information including schedules, roles, skill types, experience levels and titles associated with the call agent; and 
 a multi-gateway switch having a routing engine module to route an incoming call to a call center agent based upon the determination of the analytics engine module regarding determined trends with the call center agent and information stored in the workforce management system regarding a call center agent. 
 
     
     
       2. The computer system as recited in  claim 1 , wherein monitoring calls between a customer and a call center agent includes determining a customer service experience between a customer and a call center agent regarding a completed customer call. 
     
     
       3. The computer system as recited in  claim 1 , further including a service provider telecommunications system coupled to a plurality of customer call centers. 
     
     
       4. The computer system as recited in  claim 3 , wherein each customer call center has a plurality of call center agents. 
     
     
       5. The computer system as recited in  claim 4 , wherein the service provider telecommunications system is configured to receive customer service requests from a plurality of client devices via a communication network. 
     
     
       6. The computer system as recited in  claim 1 , wherein the customer service request includes a real-time communications session. 
     
     
       7. The computer system as recited in  claim 6 , wherein the real-time communications session is established in a phone call, a video call or a chat session. 
     
     
       8. The computer system as recited in  claim 1 , wherein the contacts management system is further configured to determine a numerical score indicative of agent's performance for each agent in a pool of available agents. 
     
     
       9. The computer system as recited in  claim 8 , wherein the numerical score indicative of agent's performance for each agent in a pool of available agents is determined with regards to the determined nature of the customer's call. 
     
     
       10. The computer system as recited in  claim 2 , wherein the step of determining a customer service experience includes analyzing an interaction history associated with the customer originating the received customer service request to determine the number of times an agent within a pool of available agents interacted with the customer. 
     
     
       11. A computer system as recited in  claim 1  wherein the multi-gateway switch includes a multi-media softswitch coupled to a virtual desktop infrastructure (VDI) server for supporting a VDI platform.